Introduction

Service delivery within the hospitality industry is related with the managerial and administrative science that can help in managing their operations (Scott, 2016). The organisation need to adopt significant strategy as with the help of this they can ensure that better services are delivered to the customers as per their preferences. For effective strategy the management need to analyse the business environment as their objectives and operations are directly affected by them. In this report ibis Hotel is taken into consideration which is located in Auckland. It has been consistently emphasising upon improving their quality services by managing the adverse impact on their business.

Research aim: The aim of research is to determine the impact of the strategies of the business in delivering better quality services to the customers. A case study on ibis Hotel.

Research Objectives: The objectives of this research include:

To determine the impacts of strategy on business for service delivery.
To identify various aspects of business that is affected by the strategy.
To analyse trends within the industry.

Research Questions: The questions to be answered from this research include:

What are the impacts of strategy on business for service delivery?
What aspects of business that are affected by the strategy?
What are the trends within the industry?

Theoretical framework to facilitate the research

For the hotel it is necessary to provide quality service as with the help of this they can ensure effective value to the customers. The provision of high quality services can ensure that customer satisfaction is high and for this they must implement the plan that they have formulated. But they are affected by the strategies of the business as the performance of the business is directly related with performance of the business. This can be understood with the help of the Generic strategy proposed by Porter (Jones and Comfort, 2016). With the help of this theory it can be analysed that on the basis of what aspect the organization can offer their services to their customers. Such aspects can be cost leadership, differentiation in the services and focus strategy. The hotel such as ibis hotel is emphasising on cost leadership strategy which enables them to provide customer services at affordable prices. But this has impact on their services and thus it leads to have impact on their objective of customer services with better service delivery. It occurs because the management focus upon reduction of cost to provide cost effective services as per their strategy which reduces the quality of their services offered to the customers. Whereas the impact of the strategies on the business are positive as well such as to minimise their overall cost they adopted different technology due to which they can provide quality services such as food in lesser time, easy check in and check outs with better information system etc (Majid and Qudratullah, 2019).

Findings

What are the impacts of strategy on business for service delivery?

According to Thomas Ritter, it can be analysed that the strategy that the business has developed to achieve their objectives can have both positive impact as well as adverse impact on the delivery of the services. With the help of the organisational strategy the innovation in the services are planned so that they can manage the impact of competition and can manage the customers taste and preference (Soltanizadeh and Ismail, 2016). In the hospitality industry strategy enables to have network competence with which they can attract clients and all these enable them to offer better services to customers. But on the other hand the strategy may restrict the business to accept some changes in context of business environment and due to this the services can be influenced such as introduction of AI can be costly but may be demanded by the customers at some level.

What aspects of business that are affected by the strategy?

According to the viewpoint of Jared D. Harris, the business aspects that are influenced by the strategies so developed by the hospitality organisation are capabilities and competence along with the opportunities that are prevailing within the business environment. This is because of the fact that all the plan are formulated as per the strategy due to which the service delivery within hospitality industry gets influenced as according to the plan rates are regulated, inclusion in the packages will be identified, facilities will be provided to the customers. such aspects are crucial for the success of hotels and this can have both positive and adverse impact because if the strategy so adopted is flexible then the changes can be incorporated while if the strategy is rigid then it can make lead to customers dissatisfaction and even to human capital of the organisation as they will not be able to accomplish their objectives (Njoroge, 2019).

What are the trends within the industry?

According to Susan Jacobs, strategies so adopted by the business has to be formulated by analysing the trends which are prevailing within the industry as with the help of this they can ensure the survival of the business (Chen and Soileau, 2017). The demands of millennial keeps on changing and hotel industry has to accordingly manage the changes in context of dining experience, tech savvy services with reasonable prices, health conscious food menus, sustainability rules, efficient and friendly staff etc. All the trends can be adopted by the hotel with their flexible strategy as adoption of these trends are crucial to deliver better services.

Discussion

On the basis of the above analysis using secondary research it is identifies that the strategy plays crucial role in ensuring and delivering better services to the customers within the hotel industry. The impact has to be identified by the management of ibis hotel of their strategy on the trends and business aspects because with the help of they can identify the requirement of changes. This can be done by them through comparison between the benefits after adopting changes in the strategy and prior to it. In addition to this for ensuring better service delivery trends in context of taste and preferences as well as requirement of customers from the hotels must be analysed (Yuan, 2020). Further if the impact of the strategy on the operations of the organisation are adverse then the hotel must ensure necessary changes in strategy so that they can take competitive advantage over others as well as can make sure their survival and growth.

Conclusion

It is concluded from the above report that the organisation must determine the impact of various strategies on their business operation so that its influence can be managed and if it has positive impact then it can be improved. For this the strategy that has been adopted by the organisation must be identified using various theories such as Porters generic theory as this enables them to determine the motive and direction of the organisation along with flexibility or rigidity within their strategies. With the help of this they can make necessary changes as per the requirement so that better service delivery in the hotels can be ensured to the customers.

REFERENCES

Books & Journals

Chen, Y., Eshleman, J. D., & Soileau, J. S. (2017). Business strategy and auditor reporting. Auditing: A Journal of Practice & Theory, 36(2), 63-86.

Jones, P., Hillier, D., & Comfort, D. (2016). Sustainability in the hospitality industry. International Journal of Contemporary Hospitality Management.

Majid, A., Yasir, M., Yousaf, Z., & Qudratullah, H. (2019). Role of network capability, structural flexibility and management commitment in defining strategic performance in hospitality industry. International Journal of Contemporary Hospitality Management.

Njoroge, M., Anderson, W., & Mbura, O. (2019). Innovation strategy and economic sustainability in the hospitality industry. The Bottom Line.

Scott, M. E. (2016). Strategies for retaining employees in the hospitality industry.

Soltanizadeh, S., Rasid, S. Z. A., Golshan, N. M., & Ismail, W. K. W. (2016). Business strategy, enterprise risk management and organizational performance. Management Research Review.

Yuan, Y., Lu, L. Y., Tian, G., & Yu, Y. (2020). Business strategy and corporate social responsibility. Journal of Business Ethics, 162(2), 359-377.

Online

Impact of a company’s business strategy, 2016. [online] Available through: < https://doi.org/10.1016/S0148-2963(02)00320-X >

CRITICAL FACTORS OF BUSINESS STRATEGY, 2014. [online] Available through:< https://ideas.darden.virginia.edu/three-critical-factors-of-business-strategy >

Trends Impacting the Hospitality Industry, 2019. [online] Available through:<https://www.smartmeetings.com/tips-tools/technology/74256/top-10-trends-impacting-hospitality-industry >

Section 2

Introduction

Service excellence is not only associated with the delivery of luxury services to the customers but it emphasis on providing consistent services to them in order to ensure that they satisfy them (Pisani, 2017). Within the hospitality industry customer satisfaction is directly related with the quality of the services that are offered to the customers. This make the organisation more oriented towards the quality of the services that they are providing to their customers. In this section of the report impact of design on ibis hotel is discussed in context of providing excellence in the services. Along with this various protocols and measurements are identified for ibis Hotel with which they can ensure better services to their targeted customers.

Research aim: The aim of the research is to develop protocols and measurements for delivering better services to the customers for ibis hotel.

Findings

Within hospitality industry the customer expectations are to be considered for ensuring excellence in the services because slightly difference in their expectations can affect their experience and leads to negative impact on them. Due to this it become necessary for ibis Hotel to efficiently take into consideration the structure of the organisation to facilitate excellence along with various protocols and measurements.

Protocol and measurements developed for delivering service excellence

Protocols and measurements are considered to be the rules, standards and system with the help of which the operations must be carried out within an organisation so that they can provide better services. Service excellences in hotels such as ibis can be achieved with the help of trained staff and better strategies along with system that has to comply all with all the norms that they have been instructed to follow (Kriyantono, 2019).

According to the viewpoint of Kanav Mata, the protocol and measurements must be identified by the hotel as per the interface and interaction with the customers as with this they get to know about their expectations and according to which various rules and system can be defined. Further to ensure delivery of the services the value system must be made instill by making priority of the employees with the help of significant training and instructions. In addition to this documents must be defined as per the service cycle of customers and as per the identified opportunities by the front line staff of the hotel as they have direct interaction with the guests.

Organizational design needed for excellence

The excellence of organisation is dependent upon various pillars which has to consider while formulating their strategies and designing the structure for organisation. For ibis hotel, the management needs to determine the roles and responsibilities of the staff members as per their abilities and competence by taking into considering the pillars of service excellence (Dharamdass and Fernando, 2018).

The excellences within the ibis hotel can be achieved with the help of these three aspects i.e., structure of the organisation, roles and responsibilities of the employees and communication. In all the three aspects the employees plays crucial role as through structure they are offered various roles and responsibilities and with the help of effective communication they must ensure that the delivery of the customer services is improved. For achieving excellence by ibis hotel their emphasis must be on consistent training nd development of their employees as in their industry the satisfaction of the customers is directly dependent of the behavior and services of their employees.

Theoretical framework to facilitate the research

According to the excellence theory it can be identified that by ensuring better relations with the public the effectiveness of the organisation can be enhanced. This is because with the help of this the organisation can easily determine the conditions and environment of the organisation from customer reviews, the value of the services that they have offered to them against the monetary amount that they have paid to them etc. With the help of this theory the management of ibis hotel can identify the strategy for developing the design of organizational structure considering effectiveness in their communication, trainings of the employees to ensure their efficiency so that they can carry out their roles and responsibilities as required by the customers.

Current trends

Due to various trends prevailing within the business environment the business leaders have to determine them in context of influence on their business so that they can ensure transformation within their services and ensure service excellence (Candi, 2016). The ibis hotel must analyze the given trends while designing service excellence for their customers:

They must constantly focus upon implementing organizational change in context of technology, structure of the organisation etc. with the help of change management approaches, lessons learned, best practices, methodologies, and techniques.
They must put significant efforts to nurture, drive and support innovation so enforced within the hotel with better cultural workplace in order to make their employees to be engaged in providing service excellence.

The trend of aligning inside out and outside in thinking with operational excellence is prevailing in the hotel industry which emphasizes upon either engaging the customers point of view in the strategies of the organisation or considering internal processes of the organisation for better services to the customers. From customers point of view the customer’s digital and physical experience across devices, channels, brands, business unit etc. must be emphasized upon while from the perspective of internal processes of the company focus on efficiency, lowering defects, and improving quality is more than customers preferences.

Discussion

On the basis of above findings it can be analyzed that the hotel ibis has to design their strategies for achieving excellence in their services as per the trends such as innovation, effective communication, training to employees etc. along with consideration of excellence theory because with this the involvement of the customers can be increased and this can make sure services as per their requirement.

With the help of given graph and information it can be analyzed that the decisions of the customers regarding accommodations within the hotel are based upon various factors and to ensure this they analyses the review of others. The location, needs and wants of the customers, prices of the hotel services etc. are analyzed but they are can be managed efficiently with better customers review and service excellence (Lidgett, 2016). But with adoption of technology and innovation in hotel industry the complaints of the customers has reduced as their needs are considered while offering them the services. Further the conscious of the customers has been increasing due to which they provides rating to the hotel services for different services and according to this necessary changes can be made by ibis Hotel and with this service excellence can automatically be achieved.

Conclusion

It is concluded from the above report that the organisation has to take into consideration the impact of the changes taking place within the industry so that they can make sure that they have excellence in their service delivery. For this the emphasis must be on the structure, roles and responsibilities, communication among the employees as better interaction among all can make sure that the organisation has excellence in their services. To support operational excellence current trends prevailing within the industry must be identified understanding upon which will enable them to formulate better strategies for quality services.

REFERENCES

Books and Journal

Candi, M. (2016). Contributions of design emphasis, design resources and design excellence to market performance in technology-based service innovation. Technovation, 55, 33-41.

Dharamdass, S., & Fernando, Y. (2018). Contact centre service excellence: a proposed conceptual framework. International Journal of Services and Operations Management, 29(1), 18-41.

Isoherranen, V., & Majava, J. (2018). Customer care excellence in the new product development process: a case study. International Journal of Value Chain Management, 9(1), 26-37.

Jagtap, S. H. (2018). Business Excellence in Hotel Industries Through Music: An analysis. RESEARCH JOURNEY, 95.

Kriyantono, R. (2019). Public Relations Activities of State Universities Based on Excellence Theory. Avant Garde, 7(2), 154-170.

Lidgett, C. D. (2016). Improving the patient experience through a commit to sit service excellence initiative. Patient Experience Journal, 3(2), 67-72.

Lorenz, M. P., Ramsey, J. R., Tariq, A., & Morrell, D. L. (2017). Service excellence in the light of cultural diversity: the impact of metacognitive cultural intelligence. Journal of Service Theory and Practice.

Pisani, J. (2017). An investigation into the challenges faced by a multinational hotel in delivering service excellence (Bachelor’s thesis, University of Malta).

Online

Seven Critical Steps to Making Service Excellence a Reality, 2019. [online] Available through: <https://www.hospitalitynet.org/opinion/4095553.html>

Section 3

Introduction

Quality control is considered to be the process with the help of which the business aim to ensure the quality of the product and service that they have been offering to their customers (Xiang and Fan, 2017). Within the hospitality industry quality control are treated as measures which the management has to match with to satisfy customer requirement. This report is based upon quality control system for ibis hotel in which various strategic principles are discussed which are crucial to implement a quality control system. Along with this quality control system for setting up a restaurant are identified on the basis of principles of service excellence.

Research Aim: The aim of research is to identify the quality control system which enables the hospitality organisation to achieve their quality objectives and policies.

Findings

The hotels have the responsibility of managing their activities with the help of well defined process with ensure quality in their services in a professional and efficient manner. Along with this the principles of services excellence must be considered because it makes them act proactively and process various improvements in the way they have been managing their guests (Knezevic and et. al., 2017). To support this various aspects are analysed for ibis hotel as with this they can ensure better quality control within their organisation.

Strategic principles to implement a quality control system

According to the viewpoint of Ayvazyan and Sayenko, international standard of organisation has developed various standards to ensure quality of the services in order to protect the interest of the consumer as well as to offer better services organisations point of view. As per ISO 9001 strategic principles that must be considered by the organisation includes customer focus with which present and future expectations and requirement of the customer can be satisfied; leadership which enables to manage the internal environment by involving all the participants inter services, factual approach to decision making; continuous improvement in context to adoption of technology, response to changing conditions, exploitation of new opportunities; system approach to management which enable coherent quality management system; process approach with the help of which performance is improved considering improvement in existing process; involvement of the people; and lastly mutually beneficial supplier relationship as it facilitate effective support and feedback. The organisation by complying with these standards for quality can efficiently accomplish their quality objectives (Ayvazyan, Parfenova and Sayenko, 2018).

Apart from this various quality management approaches are being used by the hospitality organisation which is discussed below:

Total quality management: TQM approach is based upon market orientation and is customer driven exercise upon involvement of all the participants to ensure quality of the services. Incorporation of TQM in service industry leads to emphasis on high level working intensity, high level personal contact with the guest; services to be offered to the guest are dependent upon their choice etc. This approach will enable the management of ibis Hotel to consider each and every aspect of service to the customer so that overall quality is improved. Also it will provide various measures on the basis of which the services will be compared with. This will facilitate management to implement continuous improvement in the services as per the requirement (Sadeh and Garkaz, 2019).

Quality control system for setting up a restaurant on the basis of principle of service excellence

According to Pascal, the organisation within the service industry must analyse the factors which the customers considers while utilising any service and to ensure effectiveness the management has to ensure incorporation of various principles of service excellence. The performance and quality services can be guided by the principles such as speed of responsiveness, accuracy in the service delivery, clarity and transparency in what has been delivered to the customers against order they placed. Further the accessibility, friendliness and efficiency are other service excellence principles with the help of which the services to the customers can be improved (Core Principles of Good Customer Service, 2018).

The setting up of the restaurant by ibis hotel within their premises must be planned in such a manner that all the principles of service excellence along with quality control system are considered. In the restaurant the ambiences and placement of the furniture must be accurately planned as this has direct impact on the speed of responsiveness while the system of ordering must be capable enough of achieving the accuracy, clarity and transparency such as placing of the orders by scanning the menu through QR codes as this will reduces the chances of human errors etc. Apart from this the supply chain, inventory management must be based on the techniques of total quality management, just-in-time approach and six sigma approaches as some of other way these system will ensure the unwanted steps in serving the customers are eliminated and the continuous improvement for reducing the timing as well as achieving accuracy is facilitated (Huang and et. al., 2019). Incorporation of the principles of service excellence and quality control system will facilitates procurement of the funds, identifying the location of the restaurant which can be accessible to the guest of the hotel as well as to the outsiders as well. In addition to this the significant level of training in context of technical knowledge for digital order placement, confirmation and payments using six sigma quality control approaches must be provided to the employees so that accuracy in the services can be achieved by them.

According to article posted in Buiness- Pre-marketing, the success of the restaurant is based on the quality control systems. It is ongoing efforts which the manager of the restaurant has be consider as it is considered to be a way of controlling value which is gradually becoming an obligatory practice for the organisation with the aim to manage the competition and serving better quality. Now the focus of business such as restaurant is on the how to value your customers in every sense considering all the principles related to service excellence rather than analysing the output of restaurant (How to Improve Your Restaurant’s Quality Control, 2015).

Discussion

On the basis of the above findings it can be analysed that ibis hotel has to consider the quality control within their hotel so that they can ensure excellence within their service and offer better services and satisfaction to the customers.

The principle of service excellence along with integration of the system of quality control such as TQM, six sigma continuous improvements can be ensured. This will not only provide a better service to the customers but will also empower the people within their restaurant so that they become customer focus. Along with it has been analysed that by improving the customer services through service excellence principles while setting up the restaurant accuracy, efficiency in the services can be achieved. Apart from this the compliance with ISO with integrated system for quality control hotel ibis can take competitive advantage as this will provide them loyalty of the customers and ability to provide quality and competitive service.

Conclusion

It is concluded from the above report that the organisation has to consider various aspects related to quality as it enables them to make their customers satisfy and ensure their loyalty. For this planning in context of various quality control methods and system along with principles of service excellences are to e considered along with strategic principles and standards so implied by ISO to ensure quality offerings.

REFERENCES

Books and Journals

Ayvazyan, N. B., Parfenova, M. V., & Sayenko, I. I. (2018). TQM System as a Factor of Service Quality Growth in the Hospitality Industry. Эпомен, (18), 122-127.

Huang, Q., Li, X. Y., Jia, X. J., & Li, H. (2019). Global hospitality growth and institutional quality. Journal of Hospitality and Tourism Management, 41, 117-128.

Kao, C. Y., Tsaur, S. H., & Wu, T. C. E. (2016). Organizational culture on customer delight in the hospitality industry. International Journal of Hospitality Management, 56, 98-108.

Knezevic, M., Cerovic, S., Dzamic, V., & Radojevic, T. (2017). Total Quality Management Implementation and Guest Satisfaction in Hospitality.

Li, N., Carmona, R., Sirak, I., Kasaova, L., Followill, D., Michalski, J., … & Moore, K. L. (2017). Highly efficient training, refinement, and validation of a knowledge-based planning quality-control system for radiation therapy clinical trials. International Journal of Radiation Oncology* Biology* Physics, 97(1), 164-172.

Sadeh, E., & Garkaz, M. (2019). Interpretive structural modeling of quality factors in both medical and hospitality services in the medical tourism industry. Journal of Travel & Tourism Marketing, 36(2), 253-267.

Sanchez-Franco, M. J., Cepeda-Carrion, G., & Roldán, J. L. (2019). Understanding relationship quality in hospitality services. Internet Research.

Xiang, Z., Du, Q., Ma, Y., & Fan, W. (2017). A comparative analysis of major online review platforms: Implications for social media analytics in hospitality and tourism. Tourism Management, 58, 51-65.

Online

Core Principles of Good Customer Service, 2018. [online] Available through: <https://www.userlike.com/en/blog/customer-service-principles>

How to Improve Your Restaurant’s Quality Control, 2015. [online] Available through: < http://dcfoodbuzz.com/pre-marketing/tips-for-improving-restaurant-quality-control/>

Section 4

Introduction

Customer value can be defined as perceived value from a product or services to the customer in comparison to other alternative options available for product and services. The value is analysed in terms of benefit customer receives against amount they have paid (Gallarza and et. al., 2019). Within the hospitality industry the experience of the customer to be the value which is delivered to them through various vehicles such as quality of rooms, quality of the means, ambience of the hotel, transportation services etc. In this report the aspects related to customer value are discussed for Ibis Hotel with the help of which they can ensure better value to their customer which effective trade off between benefits and cost. In this report the impact of activities on the perception of customer are discussed along with the role played by customer in implementing changes as well as in service delivery and design.

Research Aim: The aim of the research is to identify the impact of business activities on customer values and perception along with their role in introducing changes in the business operations.

Findings

The values to the customers have direct impact on their purchase decision in future as it is based upon their perception in context of services that they have availed. It is necessary for the organisation to determine various factors which leads to customer’s perception as according to which the designing of the services and deliveries is made possible by the management (Lam and Zhang, 2019). To manage the customer value following aspects are analysed for ibis hotel.

Impact of the business processes on customer and perception

According to the Kirstin Miller, the satisfaction of the customers is the prime target and to achieve this business aims to ensure better value to the customer by not only improving the services but also considering the processes of the business. The transparency in the processes of the company leads to clarity in their action with which maintenance of the relations with the customers can be ensured. Efficiency in the processes offers satisfaction of the internal stakeholders which realizes customer satisfaction as they will put their best efforts to make sure better values to the customers. Further the improvement in the quality of the business processes and its control directly or indirectly has impact on the product and services offer4ed by the company. This leads to positive feedbacks from the customers and thus they have positive perception towards (Ways Your Processes Affect Customer Relations, 2014).

Changes that customers help make

The changes which are made the companies and businesses are based upon the feedbacks and as per their level of expectations. Development of the relations with the customers is focussed by determining the needs and expectations of the customers. The business to make sure that they have significant customer based and loyal customers customer driven changes are to be made and especially in the hospitality sector all the changes which are planned are based upon changes in the perception of the customers. According to these changes the ways in which the services are offered to customers in hotel also changes but it has positive impact on the level of satisfaction of the customers because with the help of their desired need and expectation can be fulfilled (Kumar and Reinartz, 2016).

Role of customers in service delivery and design

According to the Priya Chetty, it can be analysed that the customers sometimes plays the role of service customers which make them partial employees of the organisation which contribute to the productive capacity of the organisation. As they articulate the solutions for their desires, communicate openly as what has been expected by them within specific prices, raises the issues with which their experiences gets affected etc. In addition to this they become the agent for the service delivery by contributing in identification of the changes in context of requirement of quality such as health care, education, personal fitness, and weight loss etc. Also they become the potential competitors as they have been supplying the services which were expected by them from the service providers due to internal change. All these aspects reflect that the businesses are highly influenced by the customers and they play significant role in designing the services (Role of customers in service delivery, 2010).

Aspects related to customer value from business, supplier and customers perspective

A customer perception is build on the basis of various aspects which are directly related to the services that has been offered to them. The customer values within hospitality industry especially in hotel are dependent upon aspects such as food, timely delivery of services, response to query and management of the issues faced by the customers etc. While from the perspective of the suppliers the customer services are dependent upon timely delivery of the materials from their end and from the perspective of the business the efficiency in satisfying the expectations of the customers as well as ensuring the quality of the offerings (Amoako, 2019)..

Current trends

The trend which has been analysed in the hospitality industry which has to be taken into consideration by the management of ibis hotel includes the following:

Customisation within the services to be offered to the customers along with the ways in which it is to be provided is a major trend and due to this trip, accommodations, transportation etc. are planned packages as per suitability of the customers.
Consideration of the journey of the customers as this enables the service providers to identify their taste and preferences. Along with this the mangers within the hotel also offers a visit to each and every section of the hotel so that with they can build better relation with them and can create awareness about their services. Also this enables them to take recommendations for necessary changes as per the interest of the customers (Kotler, 2017).

Discussion

On the basis of the above analysis it can be analysed that within a hospitality industry it has gradually become curial to consider the customers before making any decision as the processes of the business are interrelated and with the selection of the right business process the desired outcome can be achieved by the company as well as loyalty of the employees and customers can be ensured.

Management of the relations with the customers is quite tricky but facilitated the business in ensuring that they have better bond with their customers. Apart from this it is identified that customers enables businesses in identifying the appropriate designs for the service delivery because with this they can make sure that services are offered as per their requirement. In addition to this, from this figure it can analyse that the consideration of the customer journey will enable the management of ibis hotel in ensuring customer satisfaction.

Conclusion

` It is concluded from the above report that the customer value is crucial for the organisation to be taken into consideration as with the help of this the loyalty can be achieved. For this the involvement of the customers within the processes of the business and taking their feedbacks can ensures changes in the service delivery as per their desires and expectations.

REFERENCES

Books and Journals

Amoako, G. K. (2019). Relationship marketing, orientation, brand equity and firm value: The mediating role of customer value—an emerging market perspective. Journal of Relationship Marketing, 18(4), 280-308.

Gallarza, M. G., Arteaga, F., & Gil-Saura, I. (2019). Customer value in tourism and hospitality: Broadening dimensions and stretching the value-satisfaction-loyalty chain. Tourism Management Perspectives, 31, 254-268.

Kotler, P. (2017). Customer value management. Journal of creating value, 3(2), 170-172.

Kumar, V., & Reinartz, W. (2016). Creating enduring customer value. Journal of Marketing, 80(6), 36-68.

Lam, J. S. L., & Zhang, X. (2019). Innovative solutions for enhancing customer value in liner shipping. Transport Policy, 82, 88-95.

Teixeira, T. S., & Piechota, G. (2019). Unlocking the customer value chain: How decoupling drives consumer disruption. Currency.

Weinstein, A. (2018). Superior customer value: Finding and keeping customers in the now economy. Routledge.

Zhang, M., Guo, L., Hu, M., & Liu, W. (2017). Influence of customer engagement with company social networks on stickiness: Mediating effect of customer value creation. International Journal of Information Management, 37(3), 229-240.

Online

Role of customers in service delivery, 2010. [online] Available through: < https://www.projectguru.in/role-of-customers-in-service-delivery/>

Ways Your Processes Affect Customer Relations, 2014. [online] Available through: < https://www.workzone.com/blog/5-ways-processes-affect-customer-relations/>

Conclusion

REFERENCES

Books and Journals

Kotler, P. (2017). Customer value management. Journal of creating value, 3(2), 170-172.

Kumar, V., & Reinartz, W. (2016). Creating enduring customer value. Journal of Marketing, 80(6), 36-68.

Lam, J. S. L., & Zhang, X. (2019). Innovative solutions for enhancing customer value in liner shipping. Transport Policy, 82, 88-95.

Teixeira, T. S., & Piechota, G. (2019). Unlocking the customer value chain: How decoupling drives consumer disruption. Currency.

Weinstein, A. (2018). Superior customer value: Finding and keeping customers in the now economy. Routledge.

Online

Role of customers in service delivery, 2010. [online] Available through: < https://www.projectguru.in/role-of-customers-in-service-delivery/>

Ways Your Processes Affect Customer Relations, 2014. [online] Available through: < https://www.workzone.com/blog/5-ways-processes-affect-customer-relations/>

Quality Service Management: 1403693

Introduction

Findings

Discussion

Conclusion

REFERENCES

Section 2

Introduction

Findings

Discussion

Conclusion

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Section 3

Introduction

Findings

Discussion

Conclusion

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Section 4

Introduction

Findings

Discussion

Conclusion

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Conclusion

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About admin

Introduction

Findings

Discussion

Conclusion

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Discussion

Conclusion

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Section 3

Introduction

Findings

Discussion

Conclusion

REFERENCES

Section 4

Introduction

Findings

Discussion

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